The PASSAGE Project. Making European Rail Travel Accessible for All. Dirk OELSCHLÄGER, David SINDALL TRANSED 2012 New Delhi, India

Transcription

1 The PASSAGE Project Making European Rail Travel Accessible for All Dirk OELSCHLÄGER, David SINDALL TRANSED 2012 New Delhi, India

2 The Legal Background UN Convention on the Rights of Persons with Disabilities Full and effective participation and inclusion in society Accessibility on an equal basis to others to transportation Passenger Rights Regulation (EU Regulation 1371/2007): PRR Right to transport Accessible Information Access to all services provision TSI PRM (Commission Decision 2008/164/EC) Infrastructure Rolling Stock Telematics applications for passengers 1 The PASSAGE Project TRANSED 2012 New Delhi, India

3 Focus: Accessibility / Good Practice UN Convention on the Rights of Persons with Disabilities Full and effective participation and inclusion in society Accessibility on an equal basis to others to transportation Passenger Rights Regulation (EU Regulation 1371/2007): PRR Right to transport Accessible Information Access to all services provision TSI PRM (Commission Decision 2008/164/EC) Infrastructure Rolling Stock Telematics applications for passengers 2 The PASSAGE Project TRANSED 2012 New Delhi, India

4 Access Conditions > In cooperation with the European Disability Forum, uniform access conditions have been established. Based on principle of nondiscrimination Establishes framework of duties for the railway undertaking and the passenger Raises awareness at railway staff for special needs of passengers with reduced mobility Right to transport Access conditions for disabled passengers and passengers with reduced mobility according to Article 19 (1) EU Regulation 1371/2007 Final Version 24/11/ A passenger with a disability or reduced mobility (PRM) is entitled to access trains and stations under the same conditions as other passengers, unless the design of the train or station makes the access physically impossible. 2 A PRM and his or her assistant, if applicable, must be holder of a valid ticket, which must not be more expensive than a ticket to anybody else under the same conditions. 3 Tariff offers or discounts specifically designed for PRM and their assistants, if applicable, are subject to commercial decision of the railway undertaking, the transportation authority or legislation in force respectively. 4 A PRM who is not able, for reason relating to his or her disability or reduced mobility, to purchase his or her ticket at the ordinary sales points, should be enabled to purchase this ticket onboard a train without paying a surcharge, provided that onboard sale of this ticket is available. In this case, he or she has to undertake reasonable efforts to notify train staff of his or her situation. 5 A PRM is expected to self-medicate or bring personal assistance with him or her, if applicable. 6 A PRM will be assisted by available railway staff at embarking, disembarking and changing trains free of charge. This does, however, not include free access to additional services offered on a commercial basis and usually being charged for, e.g. luggage porter or electric cart services. 7 A PRM who needs a guaranteed assistance, for which additional staff or facilities are required (e.g. embarking, disembarking and changing trains with a wheelchair), shall notify this at least 48 hours prior to an international journey through the channels specially provided for this purpose. 8 Railway undertakings will provide to their staff in customer contact appropriate training in order to comply with the conditions set above and to raise awareness for different needs of different kinds of PRM. 3 The PASSAGE Project TRANSED 2012 New Delhi, India

5 Preparing the Journey: Variety of Information Channels Accessible Information > Accessible websites compliant with Web Accessibility Initiative (WAI) of the World Wide Web Consortium (W3C) > Service phone Dedicated call centres > Print Media Brochures Source: Wikimedia Commons 4 The PASSAGE Project TRANSED 2012 New Delhi, India

6 Stations Made Easy Accessible Information Good Practice Example > Accessibility information for every train station in Great Britain How to get into the station Access from bus stops, car parks, other entrances How to navigate in the station Length of walkways, lifts, stairs, escalators, ramps What to find in the station Facilities, shops, amenities Where to buy a ticket Travel centres and ticket vending machines How to get on the train Routes to the platforms; available information channels 5 The PASSAGE Project TRANSED 2012 New Delhi, India

7 Stations Made Easy : Example York Accessible Information Good Practice Example 6 The PASSAGE Project TRANSED 2012 New Delhi, India

8 At the Station: Comprehensive Signage and Information Accessible Information Source: ATOC Source: SNCF Source: Wikimedia Commons Source: SNCF Source: SBB Photo: DB AG/Emersleben 7 The PASSAGE Project TRANSED 2012 New Delhi, India

9 At the Station: Accessible Service Provision Access to all services > Open counters Ensure direct customer contact for better communication > Induction Loops At stations with closed counters, induction loops for hearing aids ensure a better communication Photo: DB AG/Reiche > Information Kiosks Solution for unstaffed stations Sit-down kiosks for wheelchair access Source: SNCB 8 The PASSAGE Project TRANSED 2012 New Delhi, India

10 At the Station: Barrier-free Access to Trains Access to all services > Different platform heights across Europe create obstacles for the accessibility of trains Source: Wikimedia Commons/Doco > Harmonisation is easier on regional networks with dedicated rolling stock Photo: Erhard Kühnel, Landesverband Selbsthilfe Körperbehinderter Sachsen e.v. (LSKS) > Problems persist at nodal points where various types of trains serve the same platform Photo: DB AG/Horn 9 The PASSAGE Project TRANSED 2012 New Delhi, India

11 In the train: Barrier-free Access to Onboard Amenities Access to all services > Comfortable space for travellers in wheelchairs > Spacious toilet Photo: SNCF Photo: DB AG > At seat catering unless restaurant cars are accessible 10 The PASSAGE Project TRANSED 2012 New Delhi, India

12 Second-best but Realistic: Overcoming Barriers provision > Unless barrier-free access to trains is possible, appropriate assistance must bridge the gap Major challenges: Ensuring reliable assistance services at departure and arrival Photo: ATOC Fall-back level for unforeseen events Communication across international borders Photo: DB AG 11 The PASSAGE Project TRANSED 2012 New Delhi, India

13 The PRM Booking Tool: Organising a Journey provision > What s this? A communication tool to organise the assistance for a person with reduced mobility (PRM) on an international train journey > Who is using it? Railway or call centre staff responsible for the booking of PRM assistance Currently, 12 European networks use the tool > First experiences from starting phase General satisfaction, but the devil was in the details > Current focus of project work Attracting more partners to join the network Adding functionalities on users request 12 The PASSAGE Project TRANSED 2012 New Delhi, India

14 Organising a Journey Provision Good Practice Example 13 The PASSAGE Project TRANSED 2012 New Delhi, India

15 Organising a Journey Provision Good Practice Example 14 The PASSAGE Project TRANSED 2012 New Delhi, India

16 Organising a Journey Provision Good Practice Example 15 The PASSAGE Project TRANSED 2012 New Delhi, India

17 Organising a Journey Provision Good Practice Example 16 The PASSAGE Project TRANSED 2012 New Delhi, India

18 Organising a Journey Provision Good Practice Example 17 The PASSAGE Project TRANSED 2012 New Delhi, India

19 Provision: Staff Awareness Training provision > to PRM shall be provided by trained staff only Different needs resulting from different types of disabilities must be taken account of Be well prepared to provide the appropriate assistance - Know about the disability of the person to assist Avoid creating embarrassing situations through inconsiderate behaviour - Do not shout at a hard of hearing person - Do not grab a blind person s arm without his or her consent - Do not treat an adult person with learning difficulties like a child - Do not manoeuvre a wheelchair-bound person into an uncomfortable or dangerous position 18 The PASSAGE Project TRANSED 2012 New Delhi, India

20 Situational training for front line staff Provision Good Practice Example Source: SNCB Source: ÖBB Source: Wikimedia Commons/Harryzilber 19 The PASSAGE Project TRANSED 2012 New Delhi, India

21 Atendo Provision Good Practice Example > service of Spanish railways Established as a joint venture of infrastructure manager (ADIF) and passenger train operator (RENFE); in 2011, RENFE took it over Dedicated welcome counters at stations Competent, specially trained staff Having been designed in dialogue with major national disabled organisations Photo: ADIF 20 The PASSAGE Project TRANSED 2012 New Delhi, India

22 B for you Provision Good Practice Example > service of Belgian railways SNCB/NMBS Special assistance 7 days a week, from the first train to the last Pre-notification deadline: 24 hours Available for 114 stations of Belgian rail network For 17 additional stations: taxi transfer service to next accessible station For other stations: under certain conditions Trained staff in special uniforms Can easily be recognised by a visually impaired person Provides grip for an elderly or frail person Photo: Akihiro Nakahata 21 The PASSAGE Project TRANSED 2012 New Delhi, India

23 B for you Provision Good Practice Example > Safety and boarding features of new SNCB/NMBS double deck rolling stock Photos: Akihiro Nakahata 22 The PASSAGE Project TRANSED 2012 New Delhi, India

24 B for you Provision Good Practice Example > Use of stair climber device for wheelchair-inaccessible stations Photos: Akihiro Nakahata 23 The PASSAGE Project TRANSED 2012 New Delhi, India

25 Going Beyond the Station Provision Good Practice Example > German railways pave the way for barrier-free tourist travel DB cooperates with Arbeitsgemeinschaft Barrierefreie Reiseziele in Deutschland (working group Barrier-free Destinations in Germany ) Ensures an inter-modal assistance chain Offers a modular mobility package train + tourism Creates a triple-win situation - Makes rail travel more attractive for persons with disabilities - Brings more tourists to the respective destination - Contributes to social inclusion Photo: TMGS mbh/s. Dittrich Photo: Bernd Heinze 24 The PASSAGE Project TRANSED 2012 New Delhi, India

26 Thank you for your kind attention Dirk OELSCHLÄGER, Senior Advisor Passenger Transport, UIC, Paris David SINDALL, Head of Disability and Inclusion, ATOC, London 25 The PASSAGE Project TRANSED 2012 New Delhi, India